Sharing customer-related information across the team creates transparency and ensures
customer satisfaction. Customer tasks such as customer inquiries, issues, and concerns are
shared across the field force team and back-office personnel to ensure transparency.
Required Editions
| Available in: Lightning Experience in Professional, Enterprise, and
Unlimited Editions that have Consumer Goods Cloud enabled.
|
Sales reps work closely with store managers and must be consistently aware of various store
situations, customer concerns, or planned activities. Additionally, this information becomes
more important when a sales rep gets substituted by another user or when a supervisor is
interacting with this client.
It's equally important to collaborate closely for customer concerns that a customer can raise
via customer service. Notes that have been taken during a customer visit or by back-office
personnel are available as shared notes.
Shared notes can serve in various business scenarios including the ones listed here.
- A substitute user gets relevant information on a customer.
- Customer service is adding a note for the field force team.
- The sales rep maintains customer or visit-specific information that might be relevant for
the supervisor’s planning.
- The supervisor places a note that's to be considered by the sales rep during the visit
execution.
